Call Center Manager

KENNESAW, GA 30144

Posted: 01/05/2026 Employment Type: Direct Hire Industry: None Job Number: 18873

Job Description

Job Title: Call Center Manager – Kennesaw, GA (On-Site, $125K + Bonus)
Location: Kennesaw, GA
Pay: Up to $125,000 per year + 10% targeted bonus
Job Type: Direct Hire | Full-Time
Shift: Varies | Mon–Sun | Between 7:00 am and 9:00 pm
Benefits: Excellent benefits package including multiple health policies to choose from

Ready to lead a high-performing call center team at a nationally recognized HVAC leader?
Join a company that offers exceptional benefits, a strong leadership team, and a performance-driven environment — all in a stable, on-site role.

Call Center Manager Description:

  • Lead and manage a 24/7 call center with 35+ in-house agents and a third-party team

  • Drive the transformation of the center into a performance-oriented, sales-driven team

  • Monitor and exceed KPIs including conversion rates, ASA, FCR, abandonment rate, and occupancy

  • Perform real-time workforce planning, scheduling, and staffing adjustments without workforce management software

  • Collaborate across departments to improve workflows and processes impacting the call center

  • Resolve escalated customer service issues with empathy and professionalism

  • Create, implement, and lead sales training, SOPs, scripts, and performance coaching for agents

  • Mentor and develop Team Leads to become strong frontline leaders and coaches

  • Build a positive workplace culture that improves morale and reduces turnover

  • Maintain accurate performance, compliance, and training reports

  • Ensure operational compliance with internal and external requirements

Required Skills and Experience:

  • Bachelor's degree in Business Administration or a related field

  • 12–15+ years of leadership in a sales-focused call center environment

  • Proven success transforming service teams into sales-focused operations

  • Experience managing large-scale call center operations (30+ agents)

  • Expertise in manual WFM techniques and adapting staffing to fluctuating call volumes

  • Strong knowledge of CRM tools, IVR systems, and Microsoft Office

  • Exceptional coaching, leadership, and team-building skills

  • HVAC or home services industry experience is a plus

If you're a driven, experienced leader who thrives in fast-paced environments and knows how to build winning teams — we want to hear from you!

Employ Partners, Inc. is a full-service staffing and recruiting firm. Our mission is to source, attract, engage, and retain quality employees for our valued clients in the local communities we serve. We are growing and always seeking great employees!
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About KENNESAW, GA

Ready to take the next step in your career? Explore our job opportunities in the vibrant area surrounding Kennesaw, Georgia. Known for its rich history, charming neighborhoods, and thriving business community, Kennesaw offers an array of career growth opportunities. With landmarks like Kennesaw Mountain National Battlefield Park, the Southern Museum of Civil War and Locomotive History, and nearby attractions like the Marietta Square, there is no shortage of cultural experiences to enjoy. Indulge in delicious Southern cuisine, catch a show at the Strand Theatre, or cheer on the Kennesaw State Owls. Don't miss out on the chance to work and live in this enchanting region that seamlessly blends history with modern conveniences. Browse our job listings today and discover the possibilities waiting for you in Kennesaw, Georgia!